The lender assessed the borrowers’ affordability as co-borrowers when in reality they were a borrower and a guarantor
Ben complained that the lender’s decision to decline hardship assistance was unfair. The lender changed their mind and agreed to Ben’s request to consolidate his loan arrears
Henare was thinking about taking out a mortgage, so he requested a copy of his credit file. He noticed several loans and applications on his credit file that he didn’t recognise. Henare realised he had been the victim of identity theft, but he had a hard time dealing with the debt collectors.
Mobile trader refunded their fees in the interests of resolving the complaint quickly
Wendy’s lender approved a loan repayment holiday during New Zealand’s COVID-19 lockdown because Wendy’s income was reduced by 50%. Six months later, Wendy noticed that the holiday meant her loan had accrued more interest than it would have without the holiday. Wendy asked her lender to revert her payment schedule back to the original version. Did the lender agree?
A vulnerable consumer with no income is added as a co-borrower and suffers financial hardship when the lender applied to the court for an attachment order on her benefit
The lender wrote off the balance of a car loan in full after a change in the borrower’s circumstances.
Unauthorised transactions went undetected because Shyla did not check her account statements. The lender agreed to credit some, but not all, of the transactions.
A lender made a mistake when calculating the food allowance in a borrower’s budget resulting in a refund of all the interest and fees charged over the life of the loan
Aesha is a vulnerable consumer who had money fraudulently taken from her account. Aesha’s caregiver took her money, but we found that her credit union were partially responsible for allowing the transactions to proceed – so we asked them to reimburse some of the funds.